Sr. Program Manager, Montgomery Cares (Full-Time)

• Develops a deep understanding of the needs and values of partner community health centers, their providers, and staff in order to deliver services that facilitate exceptional care to uninsured patients.
• Leverages multiple data sources to analyze trends and identify gaps and challenges in delivering an exceptional experience for community health centers, providers, staff, and patients participating in Montgomery Cares; also implements health center and provider satisfaction surveys.
• Identifies opportunities to improve community health center, provider, and patient experience and works in partnership with Healthcare Access team to prioritize and implement improvements.
• Responds to health center inquiries, assists in resolving health center concerns and service issues, and works with peers and supervisor to put systems in place to eliminate issues from reoccurring.
• Proposes, designs and implements tools, processes and systems that strengthen health centers and their staff’s ability to care for uninsured patients.

• As needed, welcomes and orients new providers, administrators, staff and other stakeholders to Montgomery Cares, PCC, and other relevant programs and services. Ensures program policies, requirements, and workflow updates are clear, accurate, have consistent messaging and are developed and delivered in a timely manner, as required for contractual compliance.
• Reviews, updates and improves curriculum, training materials, and other presentations to ensure personnel at provider organizations are well informed of Montgomery Cares program requirements, contract and network changes, policies and processes, and new initiatives.
• Ensures health center contract negotiations, renewals and modifications are timely and accurately completed for situations where PCC is contract vendor and contract holder. Update contractual templates and manage annual contract renewal process for health center network.
• Ensures appropriate review by PCC COO, finance, legal counsel, and CEO as needed. Ensure PCC procurement policy is followed. Ensure scopes of work are clear and accurately reflect activities.
• Implements a process to regularly collect, clean, and update health center contact data.

• Designs, oversees and/or conducts quality assurance reviews and audits, coordinating with QA subcontractors where appropriate, to ensure programs and healthcare service delivery requirements at partner organizations are operating effectively.
• Analyzes healthcare utilization and develops projections and data visualizations to inform resource allocation to support the needs of uninsured patients.
• Synthesizes qualitative and quantitative analysis findings independently to propose and summarize key themes and recommends actions or improvement projects within PCC or with health centers that result in greater access, higher quality of care, and/or improved patient or provider engagement.
• Ensures data presented in reports conveys appropriate detail for the audience, accurately represents the program, and supports the narrative.

• Develops and maintains relationships with partner organizations including safety-net health centers, social services organizations, and the Department of Health and Human Services.
• Presents to and facilitates effective communications between PCC and subcontractors, funders, external agencies, PCC Board of Directors, advocacy groups, program advisory boards and other stakeholders.
• Convenes and facilitates meetings, manages a variety of viewpoints to generate agreement and create positive outcomes for all parties.

• Collaborates and consults with Senior Director of Healthcare Access and peers covering behavioral health, specialty care, medicine access, cancer prevention and detection, healthcare quality, and other areas needed on strategies to advance PCC’s mission.
• Facilitates annual Montgomery Cares budget priorities and prepares justifications. Participates in converting these requests into communications and advocacy materials and maintains clear documentation of requests in order to track budget approvals.
• With PCC Fund Development Team, assists with grant-funded health care access projects, including contributing to written grant proposals, and assuring the development and tracking of workplans, management of grant funds and renewals, and submission of timely updates and project evaluations to funders and other stakeholders.
• Keeps abreast of environmental, legislative and regulatory policy changes related to healthcare access for uninsured and low-income patients.
• Participates in the PCC programmatic activities, internal work groups and committees as appropriate, as well as individual and organizational development activities.

• Excellent oral and written communication skills and the ability to navigate complex conversations with tact and diplomacy.
• Demonstrated strong interpersonal skills with ability to interact effectively and build collaborative relationships with diverse clients, stakeholders and staff members at all levels.
• Skilled at process improvement methods and possesses experience with lean process improvement, design thinking, human-centered design, six-sigma, plan-do-study act or other process improvement methods and frameworks.
• Experience and aptitude for developing education and training materials in order to successfully onboard, reeducate and train health center staff and other partners about program policies, workflows, and requirements.
• Strong data analysis skills with an exceptional ability to examine and organize data into charts to inform executive level decision makers.
• Ability to create polished presentations, reports, templates and other artifacts to make information easy to digest.
• Demonstrated critical thinking skills with the ability to review and synthesize data and present ideas and information in a meaningful way.
• Proven project management skills including attention to detail, with focus on total project completion.
• Ability to prioritize work and allocate limited resources resulting in the completion of high quality, customer-focused projects, meetings, reports and analyses.
• Ability to manage time effectively and demonstrate good judgment and problem-solving skills.
• Familiarity with data management systems and ability to learn new systems and applications.
• Ability to travel locally to clinics and partner sites as needed .

• Bachelor’s Degree required, preferably in Business Administration, Healthcare Administration, Public Policy, Public Health, or related field.
• 3+ years program or project management experience, preferably in a government healthcare agency, health/social services non-profit, or healthcare provider setting. Must have experience in program evaluation or process improvement. Certifications or formal training in project management, process improvement methods, data analysis or visualization desirable. Health policy analysis experience, a plus.
• Preference for candidates with exposure to evaluating and improving medical practice workflows or data (e.g. patient navigation, appointment scheduling, care coordination, billing, data entry in electronic health records.)
• Must have personal or professional experience with underserved communities.
• Documented experience developing and leading education and training initiatives for front line and/or management staff, and in developing program plans and reports .
• Highly proficient in Microsoft Office suite of products (Outlook, Excel, Word, PowerPoint, SharePoint, Teams) and the ability to quickly learn and become proficient in new software.

• This job operates in a professional office environment. The physical demands described here are representative of those that must be met by an employee to successfully perform essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• This role routinely uses standard office equipment such as computers, telephones, photocopiers, filing cabinets and fax machines.
• This is a largely sedentary role; however, some filing may be required.
• This would require the ability to lift files, open filing cabinets and bend or stand as necessary.
• Requires ability to learn new software applications as necessary.
• Must be able to lift up to 20 pounds.
• Must be able to travel locally up to 20%.

Primary Care Coalition of Montgomery